Anatel promotes direct complaint platform for telecom consumers

The National Telecommunications Agency (Anatel) is emphasizing its direct complaint platform, Anatel Consumidor, to address high volumes of consumer grievances in the telecommunications sector. In 2025, more than 1.3 million complaints were recorded against companies in this sector.

To use the platform, consumers must first attempt to resolve issues through the service provider's own customer service channels and, if necessary, the company's ombudsman. Once a problem remains unresolved, users can log in to Anatel Consumidor using a gov.br account to file complaints, reports, suggestions, or other inquiries regarding services such as broadband, mobile, fixed telephony, and pay TV.

After a request is filed, companies are given up to 10 calendar days to resolve the reported issue. Users can track the progress of their requests through the system and may reopen a complaint if the provider's response is unsatisfactory.